KACE Product Support Question

How to create child tickets from process given answer to field?

01/26/2015 1081 views
We are building a "New Hire Process" and would like to have a field called "Position". Depending on what position is chosen in that field that will then generate various child tickets to the groups to provision the new hire. 

Are we able to create tickets from rules?

Has anyone done this before, if so, some guidance would be much appreciated? 

Lastly, does this sound like best practice? We did not want to create a bunch of processes for each position.

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All Answers

In short, no you cannot do this. There are workarounds though.

For example, I have it to where the parent ticket creates a separate ticket for the App team so they can give the user access. I have a custom rule to copy over the pertinent fields to the child ticket. I have another rule that will automatically close that ticket and leave a comment if those fields are empty. It's a backwards way of implementing what is essentially an IF ELSE statement but it works for now.

That said I know there's some changes coming soon with version 6.3. There might be something in the new version that changes this.
Answered 01/27/2015 by: h2opolo25
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